Experience

Ejen2u

• Malaysia
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Success Specialist

  • Mar 2022 - Present

  Client Success (Key Account) - Supporting a range of client in the healthcare, financial, and manufacturing sectors - Supporting the customer regarding the system and finding a solution to fix the problems. - Collaborate with cross-functional teams to identify and resolve technical issues in a timely manner. - Resolved customer escalations and issues promptly, maintaining a 90% customer satisfaction score. - Developed and implemented support strategies to enhance customer satisfaction, resulting in a 20% increase in customer retention. - Trained new clients on product features, resulting in increased user adoption and reduced onboarding time. - Collaborated with the product development team to communicate client needs. - Conduct regular business meetings with customers to identify opportunities for growth, upselling and cross-selling. - Assisted in developing and implementing client success strategies to improve overall team performance. Business Development - Convert from leads to prospects and convince them to join a demo system. - Conduct consultations and bring more clients into the company. - develop and validate new business structure for more than 160 clients using agentship, e-commerce, and retail distribution channel. - Increase in the percentage of interested parties attending preview sessions from 24% to 81% - Create a monthly report on the quality of leads we received from the marketing team. Show less



Autobotic Sdn Bhd

• Malaysia
• Semiconductor Manufacturing
• 1 - 100 Employee

• Customer Service Team Lead

  • Sep 2019 - Feb 2022

  Team Lead (Sept 2020 – Feb 2022) -Supervised and mentored a team of customer service representatives and retail associates, fostering a high-performance and cohesive work environment. -Streamlined store processes and procedures, resulting in a 60% reduction in customer wait times and improved overall customer satisfaction. -Monitored inventory levels and coordinated with the inventory management team to maintain optimal stock levels and minimize stockouts. -Process and prepare monthly reports for customer service, retail sales, and inventory verification. -Create a project plan for a campaign for a new product and retail team to increase sales and awareness. -Resolved complex customer issues and escalated matters, ensuring a swift and satisfactory resolution. Customer Service Cum Retail Assistant (Sept 2019 – Sept 2020) - Handling customer services and support from various marketplaces (Whatsapp, website email, Facebook, Lelong, Lazada chat and Shopee chat) - Handling customer calls for all inquiries and tickets related to customer complaints and issues. - Process the stock received from the supplier. Show less



FashionValet Group

• Malaysia
• Retail Apparel and Fashion
• 100 - 200 Employee

• Branch Supervisor

  • Apr 2018 - Sep 2019

  Outlet Branch Supervisor (IOI City Mall Branch) - Oversaw daily operations of the outlet branch, ensuring adherence to company policies and procedures. - Managed a team of 10 retail associates, providing training, coaching, and performance evaluations to optimize team performance. - Monitored inventory levels and coordinated with the warehouse team to maintain optimal stock levels and minimize stockouts. - Addressed customer inquiries, concerns, and complaints promptly, maintaining a high level of customer satisfaction. - organizing and overseeing in-store events and promotions to drive foot traffic and increase sales. - Receiving orders from the head of the retail department on urgent matters and work reports - prepare a monthly report on sales in the store and recruitment of staff. Show less



Surra Concept

• Selangor, Malaysia

• Team Supervisor

  • Mar 2017 - Mar 2018

  • Identify business risk and manage cash flow and prevent cash loss • Gather and link information, resolve discrepancies and make strategic recommendations upon growing the business • Manage day-to-day operations on purchasing, materials, products and vendor management, receiving, warehouse, stock unit and product carrier management. • Conduct continual analysis of strategic information (event revenue, material and manufacturing operation). • Main sale support by using social media (Facebook and Instagram) and upgrade sales artwork using photoshop. Show less



Jadora Concept

• Selangor, Malaysia

• Assistant Operations Manager

  • May 2015 - Mar 2017

  Assistant Operation Manager (Jan 2016 – Mar 2017) - Manage staff’s progression, develop & utilize customer database. - Manage cash loss prevention, coaching & support to new staffs. - Handle basics account, GST, analyzing sales figures, handle 100 vendors. - Assisted the Retail Operations Manager in overseeing daily store operations, ensuring compliance with company standards and procedures. - Coordinated with vendors to manage inventory levels, track merchandise flow, and optimize stock availability. - Assisted in implementing visual merchandising displays and promotional campaigns to attract customers and enhance the shopping experience. Administration (May 2015 – Dec 2015) - Handling 40 vendors receive & deliver product stocks from vendors. - Customized barcoding on each product. - Monthly report sales of each vendor based on Foxcave POS system and manually done the report. - Filing documentation and manage office cash and billing. Show less



Mappo Resources Sdn Bhd

• Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

• Assistant Engineer

  • Jun 2014 - Mar 2015

  • Handling Project Pyrolysis Experimental System - UKM Project, NorHazelah Kasmuri (incharge) with the custom made machine control panel • Team building project, Glass Heated Reactor - UPM project • Fabrication Of Electrical Heated Furnace System - SEGI project • Administration (handling KWSP, SOCSO accounts, filing) • Basic account settlement (invoice, purchase order) • Handling Project Pyrolysis Experimental System - UKM Project, NorHazelah Kasmuri (incharge) with the custom made machine control panel • Team building project, Glass Heated Reactor - UPM project • Fabrication Of Electrical Heated Furnace System - SEGI project • Administration (handling KWSP, SOCSO accounts, filing) • Basic account settlement (invoice, purchase order)